Job Description
Join TechSolutions Inc. as a Remote Night Shift Customer Support Specialist and become a vital part of our 24/7 client success team. This fully remote position offers the flexibility to work from home while supporting enterprise clients across North America during overnight hours. We're seeking a dedicated professional who thrives in independent environments and excels at delivering exceptional service outside traditional business hours.
Our ideal candidate will handle complex technical inquiries, resolve escalated issues, and ensure seamless customer experiences during overnight coverage. This role is perfect for night owls who want to make an impact without commuting, offering competitive compensation and comprehensive benefits including health insurance, retirement plans, and professional development stipends.
Responsibilities
- Provide Tier 3 technical support for enterprise software platforms during overnight shifts (10 PM - 6 AM CT)
- Document all interactions in CRM systems with detailed resolution notes and quality metrics
- Collaborate with global support teams during handover periods for complex issue resolution
- Monitor system alerts and proactively address potential service disruptions
- Conduct weekly knowledge base updates based on emerging trends from overnight inquiries
- Maintain 95%+ customer satisfaction score through personalized troubleshooting approaches
- Participate in monthly cross-functional training sessions to enhance technical expertise
Qualifications
- 3+ years of technical customer support experience with enterprise SaaS products
- Proven ability to work independently during overnight hours with minimal supervision
- Advanced troubleshooting skills for cloud infrastructure, APIs, and integrations
- Proficient in Zendesk, Jira, and CRM platforms with strong documentation abilities
- Excellent written communication skills for clear technical documentation
- CompTIA Network+ or AWS Certified Cloud Practitioner certification preferred
- Reliable high-speed internet connection and quiet home office environment
- Must reside within San Antonio metropolitan area for timezone compliance